Mercury

2 weeks ago

Customer Support Systems & Analytics Architect

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Own the data strategy and reporting function for the Customer Support organization, building scalable dashboards and unified analytics across channels and BPO partners. Configure and govern CS data in Zendesk (and your AI Agent), enforce data hygiene standards, and translate metrics into recommendations for resourcing, tooling, and process improvements. Partner with CS leadership, Strategy & Ops, and cross-functional teams to deliver reporting that reliably measures performance and drives decision-making.

Location: San Francisco, New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Build and maintain unified CS reports and dashboards across channels, teams, and BPO partners.
•Advise on CS systems configuration in Zendesk to generate clean, consistent, reliable data while maintaining secure workflows.
•Define and enforce data hygiene standards so reporting is accurate, trustworthy, and reproducible.
•Monitor and analyze AI chatbot data to support quality reviews and CS decision-making.
•Translate reporting into recommendations for resourcing, tooling, process improvements, and CS strategy.

Pay and Benefits

Equity and Bonus:Equity

Key Requirements

•5-8 years of experience as a data analyst, business intelligence, or systems analyst, ideally in customer support or operations.
•Hands-on Zendesk administration and configuration (views, fields, triggers, reporting) and Zendesk Analytics dashboard/report building.
•Fluency in SQL and experience with data/BI tools such as Omni or Metabase (or similar).
•Ability to turn complex datasets into clear, actionable insights for non-technical stakeholders.
•Strong data hygiene principles and understanding of how system configuration impacts data quality.

Experience:5-8 yearsCustomer supportOperationsSaaSFintech

Skills:Analytical thinkingCommunicationCross-functional collaboration

Languages:English

Tech Stack:ZendeskSQLZendesk AnalyticsOmniMetabaseAI chatbotAI AgentIntercomGuruRippit

Company Brief

Mercury

Provides banking and financial infrastructure for startups and small businesses, offering business checking accounts, payments, debit cards, venture debt integrations, and treasury services via a developer-friendly platform.

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2017

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Mercury

2 weeks ago

Customer Support Systems & Analytics Architect

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Location: San Francisco, New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Build and maintain unified CS reports and dashboards across channels, teams, and BPO partners.
•Advise on CS systems configuration in Zendesk to generate clean, consistent, reliable data while maintaining secure workflows.
•Define and enforce data hygiene standards so reporting is accurate, trustworthy, and reproducible.
•Monitor and analyze AI chatbot data to support quality reviews and CS decision-making.
•Translate reporting into recommendations for resourcing, tooling, process improvements, and CS strategy.

Pay and Benefits

Equity and Bonus:Equity

Key Requirements

•5-8 years of experience as a data analyst, business intelligence, or systems analyst, ideally in customer support or operations.
•Hands-on Zendesk administration and configuration (views, fields, triggers, reporting) and Zendesk Analytics dashboard/report building.
•Fluency in SQL and experience with data/BI tools such as Omni or Metabase (or similar).
•Ability to turn complex datasets into clear, actionable insights for non-technical stakeholders.
•Strong data hygiene principles and understanding of how system configuration impacts data quality.

Experience:5-8 yearsCustomer supportOperationsSaaSFintech

Skills:Analytical thinkingCommunicationCross-functional collaboration

Languages:English

Tech Stack:ZendeskSQLZendesk AnalyticsOmniMetabaseAI chatbotAI AgentIntercomGuruRippit

Company Brief

Mercury

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2017

Website LinkedIn